Complaints Procedure

We take any concern or complaint seriously. If something is not right, we want to hear about it so we can put it right and learn from it. Residents, families, visitors and members of the public are all welcome to raise concerns.

How to raise a concern

The quickest way to resolve most concerns is to speak to a member of our team or to the Registered Manager. You can:

• Speak to anyone on duty when you visit
• Call us
• Send a message via our contact form (the enquiry type will be set to Complaint automatically so it reaches the right person quickly)
• Write to us at: Hyland Residential Home, Druid Road, Menai Bridge, Anglesey, LL59 5BY

When you submit a complaint via the contact form, you will automatically receive an email acknowledging it and explaining what happens next.

If your concern relates to a specific person, where possible please tell us their name, the date and what happened.

Our response

• Within 2 working days — we will acknowledge your complaint.
• Within 10 working days — we aim to investigate and provide a full written response. If we need longer (for example because the matter is complex), we will tell you and keep you updated.
• Resolution — we will explain what we have found, any action we are taking, and what you can do if you remain unhappy.

If you are not happy with our response

You can raise a complaint about a registered care service in Wales with Care Inspectorate Wales (CIW) — our regulator — at any time:

• Online: careinspectorate.wales/raising-concern-about-service
• By phone: 0300 7900 126
• By post: Care Inspectorate Wales, Welsh Government Office, Sarn Mynach, Llandudno Junction, LL31 9RZ

You can also contact your local authority social services team or the Public Services Ombudsman for Wales.

Confidentiality

Your complaint will be handled in confidence. Raising a concern will never affect the care a resident receives.